William J. Barnes
- Role
- Help Desk Specialist at HII
- Location
- Hampton, VA, US
- LinkedIn followers
- 500 followers
About William J. Barnes
Areas of Expertise • Network and Systems Security • Research and…
Experience
Help Desk Specialist
Jan 2024 — Present · Newport News, VA, US
Delivered high level, end-user information technology (IT) support both in-person and virtually to office personnel using systems and software application. IT SUPPORT: Provide (IT) support for personnel both in person and virtually using a variety of software programs. Diagnose computer-related issues, conducting a quick analysis of the issue, documenting the issue in the system, and conducting corrective action to restore functionality. Route calls to other product line specialists to aid in resolving technology issues. Maintain and update records in internal databases. Use Service Now (SNOW) for inbound calls, Task, and RITM tickets to complete customer service actions. Utilize Bomgar for remote access daily to access remote equipment to troubleshoot computer issues. ONBOARDING/OFFBOARDING: Assist new personnel with onboarding, aid departing personnel in completing offboarding activities, and help with group and organizational unit (OU) information technology management activities. COMMUNICATION: Communicate verbally and in writing to keep management informed of recurring problems or patterns to avoid more complicated and costly system fixes down the line. Write knowledge-based articles as needed. SOFTWARE/PROGRAMS USED: Active Directly Administrative Center (ADAC), Azure Virtual Desktop (AVD), CyberArk, Ivanti VPN, Jabber Soft, Lockout Status Tool, MFA (DUO), Service Now (SNOW), Zscaler Authentication, Zz Account User.
Skills
- Operating Systems
- Microsoft Office
- Help Desk Support
- Windows
- Network Administration
- Data Center
- Wireless Networking
- Visio
- System Administration
- Citrix
- Tcp/Ip
- Disaster Recovery
- Antivirus
- Group Policy
- Computer Hardware
- Firewalls
- Cloud Computing
- Altiris
- Networking
- Program Management
- Software Installation
- Information Assurance
- Security
- Windows 7
- IT Management
- Laptops
- Servers
- Itil
- Active Directory
- Xp
- Hardware
- Vpn
- Network Security
- Vmware
- Microsoft Technologies
- Higher Education
- Dns
- Integration
- Troubleshooting
- Microsoft Certified Professional
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